Troubleshooting

The following sections describe how to troubleshoot the most common issues encountered in SMART TeamWorks software. If you’re experiencing an issue that’s not listed, or none of the solutions help, check the SMART Knowledge base. The knowledge base contains articles to help with advanced troubleshooting. Search for the issue to see if a published resource offers a solution.

 

  • Resolving general issues

    Issue

    Solutions

    The Settings button is hidden.

    Attach a keyboard. Press Ctrl + S to open Settings. Disable the Hide settings button option.

  • Resolving issues with TeamWorks Room

    Issue

    Solutions

    The TeamWorks app can’t transfer credentials to the TeamWorks Room.

    Ensure Bluetooth Low Energy (BLE) is enabled.

    To enable BLE

    1. Open settings and navigate to Security and notificationsthenEnable Bluetooth Low Energy (BLE) proximity.

    Unable to share workspace to another TeamWorks Room (Room Knock feature).

    • Ensure all room licenses are under the same Organization’s TeamWorks Admin Portal (all licenses are owned by the same organization)

    • In TeamWorks Room SettingsthenWorkspace, ensure Don’t show this room in search is switched off for each room.

    TeamWorks Room can’t be activated.

    Make sure that the computer’s time and time zone are set correctly, and that the following URLs have been added to the network’s allowlist:

    • https://activation.airserver.com/

    • https://api.remago.com/

    The workspace stops responding.

    Make sure the following URLs have been added to the network allowlist:

    • https://autodraw.com/

    • https://graph.microsoft.com/

    • https://inputtools.google.com/

    • https://www.googleapis.com/

    • https://www.dropbox.com/

    TeamWorks Room can’t connect to a meeting.

    Make sure the required URLs have been added to the network allowlist. See Configuring your organization’s network.

    I can’t see the TeamWorks Room calendar.

    The Wi-Fi information doesn’t appear on the launcher.

    Make sure the Wi-Fi network name and password are entered in the wizard.

    SeeConfiguring additional settings

  • Resolving issues with screen share

    Issue

    Solutions

    The room name does not appear in the list of devices.

    Devices can’t share their screen

    Make sure that AirServer is allowed.

    OR

    Manually create rules for AirServer for inbound and outbound traffic.

Issue

Solutions

The Settings button is hidden.

Press Ctrl + S to open Settings. Disable the Hide settings button option.

Issue

Solutions

The TeamWorks app can’t transfer credentials to the TeamWorks Room.

Ensure Bluetooth Low Energy (BLE) is enabled.

To enable BLE

  1. Open settings and navigate to Security and notificationsthenEnable Bluetooth Low Energy (BLE) proximity.

TeamWorks Room can’t be activated.

Make sure that the computer’s time and time zone are set correctly, and that the following URLs have been added to the network’s allowlist:

  • https://activation.airserver.com/

  • https://api.remago.com/

The workspace stops responding.

Make sure the following URLs have been added to the network allowlist:

  • https://autodraw.com/

  • https://graph.microsoft.com/

  • https://inputtools.google.com/

  • https://www.googleapis.com/

  • https://www.dropbox.com/

TeamWorks Room can’t connect to a meeting.

Make sure the required URLs have been added to the network allowlist. See Configuring your organization’s network.

I can’t see the TeamWorks Room calendar.

The Wi-Fi information doesn’t appear on the launcher.

Make sure the Wi-Fi network name and password are entered in the wizard.

SeeConfiguring additional settings

Issue

Solutions

The room name does not appear in the list of devices.

Devices can’t share their screen

Make sure that AirServer is allowed.

OR

Manually create rules for AirServer for inbound and outbound traffic.